Support Services Technician

Lincoln University (MO)•Jefferson City, MO

50d•Onsite

About The Position

The Support Services Technologist provides a wide range of in-depth support activities to ensure the proper configuration, functionality, and on-going maintenance of technology devices. The Support Services Technologist is required to be on-site and work closely with clients, faculty, staff, and students to resolve software and hardware related issues and provide excellent customer service.

Requirements

High school diploma or GED.
At least one year of previous experience assisting customers, clients, and/or end-users with technology issues.
Basic knowledge of computer hardware, software programs, and network related troubleshooting.
Experience researching, diagnosing, explaining, and resolving technology issues.
Ability to communicate well and work with end users to help solve their IT problems in person, over the phone or using remote software.
Ability to work independently and as part of a team.
Ability to work under pressure and meet deadlines.
Ability to follow instructions and adhere to policies and procedures.

Nice To Haves

Bachelor's degree, credit hour equivalent, coursework, training, and/or professional development in or related to computer science, computer information systems, networking, and customer relationship management.
3-5 years of previous experience assisting customers, clients, and/or end-users with technology issues.
Advanced knowledge of computer hardware, software programs, and network related troubleshooting.
Intermediate knowledge of all University supported operating systems, including Windows, Mac OS, Linux, iOS, and Android.
Mac OS skills to troubleshoot and support within the campus infrastructure.
Certifications, licenses, or professional affiliations in or related to IT support, such as CompTIA A+, ITF+, Core 1 and/or Core 2 certification.

Responsibilities

Research, diagnose, and resolve software and hardware related issues related to the usability and/or function of devices; this includes but is not limited to malfunctions associated with the internal components of devices, network connectivity, peripheral devices, software applications, and security settings.
Assist in the development, maintenance, and distribution of complex software images for various devices, including desktops, laptops, tablets, and mobile devices.
Use problem solving skills to implement temporary and/or permanent solutions for reported or assumed client issues with the goal of restoring client functionality as soon as possible.
Frequently provide accurate and timely updates of documented requests using the ITS service desk ticketing system.
Install, configure, and update software and hardware components for clients as needed or requested.
Provide technical support and guidance to clients in person, over the phone, or using remote software.
Test and evaluate new technologies and devices for compatibility and usability.
Document and maintain records of support activities, procedures, and best practices.
Support Services Technologists may be expected to assist Helpdesk staff to provide coverage and/or additional support when needed and/or required.
Provide additional support to higher-tiered staff when needed and/or required.
Participate in training and professional growth opportunities to enhance technical knowledge and skills.
Perform other duties as assigned by the Client Services Manager or the CIO.